Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey.We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We’re here to stay—and we’re looking for team members who are excited to drive impact and help us scale even further.Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.What you will doAbility to work from 9 AM to 6 pm West Coast time, with flexibility for a +/- 1-hour adjustment as needed, ensuring seamless support for the USA/EMEA market.Providing help with diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product related issues while maximizing customer satisfactionResponding to, resolving, and documenting all incoming cases reported by customers, account managers, customer success managers, and sales engineers via telephone, web, and other support channels as requiredCollaborate cross-functionally with Product, Engineering, and Customer Success to drive client satisfaction and product improvementCommunicate technical concepts clearly. You will convey sound data principles to a wide-range of audiences: product managers, marketers, data scientists, engineers and C-level executives.Managing customer and internal stakeholders’ expectations around resolutions and timelinesEnsuring Support Service Level Agreements (SLAs) are managed and metFlexibility in participating in a rotational on-call schedule during extended shifts (weekdays) and weekends and retail holidays as needed.Own and resolve complex technical issues involving data collection, implementation, session replay, masking logic, APIs, and third-party integrations.Able to travel up to 10%Most importantly, you’re an empathetic person who is comfortable with ambiguity and is an incredibly fast learner. As a strategic advisor for our customers, you’ll face novel situations and provide expertise every dayWhat you will need to succeedFull professional proficiency in English, and French is a plus.2+ years experience in providing customer facing support to Enterprise AccountsYou have experience with JavaScript, HTML5, CSS, and APIsProficient with SQL and debugging tools such as Chrome DevTools; familiarity with cloud services (AWS), logs, and monitoring tools (e.g., Datadog, Grafana) is a plusProven experience supporting enterprise clients in a fast-paced, data-centric environmentStrong desire to teach new customers about the platformAbility to break down complex technical topics for diverse audiences (product managers, developers, marketers, execs)Outstanding written communication skills — clear, concise, and human. A proactive mindset and strong ownership — you don’t wait to be asked, you lean in.Experienced in working in a Web, SaaS and SDKs environment a plus!Experience in JIRA, and Zendesk is a plus!This role is ideal for someone who loves solving tough problems, partnering with world-class teams, and being a force multiplier for both customers and colleaguesBonus Points For:Familiarity with the digital analytics ecosystem or tag management systems.Prior experience with Heap, Contentsquare, or similar behavioral analytics platforms.Experience working with support platforms like Zendesk, JIRA, and internal debugging tools.Understanding of session replay, masking logic, SDK, or custom event instrumentation.Why you should join ContentsquareWe invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we’re aligned with the employees' needs.Here are a few we want to highlight:Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each yearWork flexibility: hybrid and remote work policiesGenerous paid time-off policy (every location is different)Lifestyle allowanceA Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of workEvery full-time employee receives stock options, allowing them to share in the company’s successWe have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their heartsAnd more benefits tailored to each country
